Complaints

• Initial Complaint

  15/11/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Hi. I was issued a voucher worth $150 to use towards my trip, all terms and conditions were met, I did everything in the step by step instructions, but they still refused to honour it. There’s 4 ppl who are going $150 X 4 is a lot of money. I really hope you can help. My travel agent also tried and was denied. *** **** ** ******* ******* **** ***** ******** ************ ******* **** **** ******* *** ********* 

  Business response

  15/11/2023

  The business responded to this complaint but requested that their response not be published.

• Initial Complaint

  08/11/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  **** * ****** **** ***** My golf clubs were lost / misplaced for 5 of the 7 days that we were on holidays. When I finally received my clubs I went to the course to play, I asked the caddie for my driver and it was gone. Then I asked him for my 9 iron and it was also missing. I have contacted Sunwing and filled out forms that they sent me however they will mot return my emails. I have emailed them at least 10 times.

  Business response

  09/11/2023

  The business responded to this complaint but requested that their response not be published.

  Customer response

  14/11/2023

  
  Complaint: ********
  
  I am rejecting this response because: They have not addressed the loss of my 2 golf clubs.This has been going on since Feb of this year. I have sent them at least 10 emails with no response from them.
  
  Sincerely,
  
  ******* *******

  Business response

  24/11/2023

  The business responded to this complaint but requested that their response not be published.

  Customer response

  27/03/2024

  Last year I had sent you a complaint regarding the loss of golf clubs. BBB contacted Sunwing and they told me that I had to get the paperwork notirized, I sent them that document, then I was told that I must sign the release document, once received they would immediately send the refund. This document was sent to them on Jan 27 24

  Business response

  31/03/2024

  The business responded to this complaint but requested that their response not be published.

  Customer response

  06/04/2024

  
  Complaint: ********
  
  I am rejecting this response because: Sunwing agreeded to pay for the 2 clubs in question 10 days after receiving  the Notorized paperwork and the release form, both of which have been sent to them a number of times without any response.
  
  Sincerely,
  
  ******* *******

  Business response

  10/04/2024

  The business responded to this complaint but requested that their response not be published.

• Initial Complaint

  25/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Have already sent you a complaint about this company. Today I received an email from a so called travel agent thanking me for booking a trip which I did not do. **** **** ** ********* ** ** ******** ******. I am worried about the possibility that they might have my credit card information. It’s strange because I can’t find my name on the travel sheet but it did come to my email address. I am confused about it

  When I went to my room, I realized that the patio door did not close properly, nor it be locked. The room was advertised as Garden view. It was disgusting and didn’t have even one flower.  I changed rooms. After tipping the border the first day on the second day, he came back to me, and I said I wasn’t tipping. He walked away. The front Dess said I should not have done that if I gave him the day before $10. I got food poisoning and had to go to the Doctor who gave me antibiotics. I also had a cold so he gave me cold medication. I arrived at the Jamaican airport to find out that my luggage is still at the hotel. I had to take a cab there and back. I gave the cabbie $80. Upon our arrival to airport, the cabbie didn’t help me out but rushed to the Sunwing Rep. & gave him $20. The Rep. said that the Caddy is good & do you use this all the time. Is that good racket going. I was charged for my single bag carry-on which is supposed to be free. I put a down payment of $250 towards the holiday again Montego Bay should I was supposed to get back when I checked out. With my memory, I did not remember to ask about this, but at the same time the desk never mentioned it. Upon arriving in Toronto there was a shuttle that was supposed to take our group to a hotel. The shuttle went by twice. I couldn’t read the bus information saying where their destination was because the one for me raised by us. After 2 1/2 hours I took a cab to a hotel at a price of $55. This was not the hotel that’s included in the package. I can’t recall the price. I will have to look it up and send it later. The fellow that was with me in the wheelchair sonic going to my purse and said if you want to chat me, I will tell you when. He excepted the tip while we were in an elevator. Cancellation insurance is a joke. I miss the flight to pay for another flight. I’m sure there are lots of other incidents, but I was stop here. There’s one more thing I definitely want a resolution for this.

  Business response

  19/03/2024

  The business responded to this complaint but requested that their response not be published.

• Initial Complaint

  25/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  *** ******** **** ******, Jamaica. Myself and thirty two other guests attended a wedding that took place on September 16th on your resort. Our stay was from September 12 to September 19 Despite making reservations well in advance and confirming the details multiple times, there was significant confusion upon our arrival regarding room assignments and reservations. Some members of our group were forced to wait for hours before they could access their rooms, with some even being assigned a room with a single bed instead of two(which was requested). As you’re aware, Jamaica has had one of the hottest summers this year, and with guests arriving at the resort very hungry, thirsty and hot-they had to wait to get into a room to shower and freshen up. We were made aware of renovations prior arriving, but not before it was too late to lose our deposit if we decided to move to a new location. We paid the full premium price for half a resort and only half of the amenities. The ***** **** portion of the resort was closed off due to renovations for the ******** for Fall 2023. Our options were limited, and this was deeply disappointing. The wedding arrangements that had been discussed with your team prior to our arrival were not properly executed. The event space was not set up as requested, and there were significant interruptions that affected the overall experience. Such interruptions as misplacing the party favours, the wedding planner was to be on site upon arrive-and was not, a welcome party was previously planned for the first night-but did not happen, the pool bar had loud music playing during the bride walking down the “isle”, even though I had spoke with the wedding planner to ensure that it would be unheard from our area, the speaker/Mike was cracking during music, and speeches, the reception portion was cut short and had to relocate to a bar area; to name a few. Several of the rooms we were assigned were in poor conditions. Issues ranged from malfunctioning air conditioning units to malfunctioning bathroom doors and locks. This was not the standard we expected.The fridge was just over room temperature and when we pulled the fridge out to ensure that it was plugged in, disgusting black and gold pieces from im not too sure what came out onto the floor. Our room was constantly at a warmer temperature, even though the thermostat was set to the lowest setting, bedroom washrooms and showers had no fans.Because there is no ventilation, the ceiling in the shower and mouldings have begin to grow dark mould looking substance. And my worse fear happened when I went into the washroom and there was a cockroach on the wall. On several occasions, we were subjected to loud noise and disruptions from fire alarms and construction equipment from the other half of the resort, severely impacting our ability to relax and enjoy our stay. On the third-to-last day of our trip, it became increasingly evident that there was the slow disappearance of food options (with no replenishment assumed), the lack of responsiveness from staff, and, by the second-to-last day, no towels available in the midday/evening while patrons were using the pool, the bars closing because there was no more alcohol available, and the most shocking of all, the A/C being turned off in all units (a health concern for some with respiratory issues or sun-sensitive individuals looking for reprieve), and the water being shut down to the rooms (all rooms, including showers, tubs, and toilets). In addition to the cockroach in bedroom, there was one noticed on the wall beside the omelette station. And lastly, we found it very irritating that *** ******** **** ****** advertised as being located in Montego Bay. However this is not accurate, the actually location is considered Trewlany approximately 45 minutes outside Montego Bay. Having to spend the additional money to take transportation to excursions and off resort outings was very frustrating and again could have been avoided.

  Business response

  25/10/2023

  Dear Ms. ********, 

  Thank you for contacting us through the BBB.
  

  We sincerely regret hearing of your experience. 

  We see that our Post Travel Department has not received a request from you. As this is the appropriate avenue for complaint handling, kindly submit your claim to www.sunwingcares.ca and they will provide a response. 

  Sincerely. 

   

   

   

  Customer response

  25/10/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that the response is satisfactory to me. I will provide the additional email to Sunwing as their request/response. If I find their answer is not satisfactory, I will advise the BBB of the outcome. 
  
  Sincerely,
  
  ***** ********

  Customer response

  11/01/2024

  This is a follow up complaint. My complaint no. is ********. Our concern has not been addressed to my satisfaction. They have passed me back onto the hotel as they did prior to my original complaint. I’m looking for assistance.

  Business response

  11/01/2024

  Dear Ms. ********, 

  We regret to hear that you are still unhappy with the response provided by our Customer Relations Department. 

  We have transmitted your feedback for them to reply to you through your ticket #******* as this is the appropriate avenue for complaint handling. Thank you for your kind patience and co-operation.

   
  Sincerely,

• Initial Complaint

  28/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Room wasn’t ready, pressure the receptionist to give us our room. Wifi didnt work, paid $15/day per phone.When we got to our room maid was still cleaning our room with dirty cloths and other materials used for cleaning other places in the resort with (toilets, floors, etc). All the other rooms have doors to separate the toilet from the main part of the bathroom but our didn?t. We had absolutely no privacy in washroom and didnt flush at all, wont give toilet paper till a while later. At dinner we watched the cleaning lady mop some black liquid out the buffet; which probably is from the sewer. my youngest daughter had dinner and she got food poisoning from dinner and she was throwing up then I got sick. there were flies everywhere In our foods, drinks, mouths, etc. The coffee machine in the buffet didn’t work only the lobby bar had coffee. The bar was out of non-alcoholic drinks for a day or so. We had to ask the front a few times to change the bedsheets because she had thrown up and asked them to clean the room because there was vomit. my youngest daughter was taking a shower at first the cold water stopped working and I had to get hot water in the water bottle and let it cool off in the balcony so she can finish her shower. Her body was red from the hot water and receptionist said it was our entire building. Day 1 to 3, we had one bottle of water and t and we had NO toilet paper at all. Then I went down with my children and my youngest daughter started crying because she was terrified and then electricity went off then she got a fever of 38.5 according to the medical doctor at the resort. I couldn’t get back in my room because there was no electricity and the keycard wouldn?t work. someone trying to pick the lock between the connecting doors to get into my room, phone lines didn’t work, broken glass in the pool, dead fish in the pool. dead fly in the bread, no coffee,dry food on the utensils, cockroaches on the food.

  Business response

  31/07/2023

  The business responded to this complaint but asked that its response not be published.

  Customer response

  31/07/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  21/06/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I booked a Sunwing Vacation package December 7, 2022 and purchased the worry-free insurance. In February 2023, I was diagnosed with leukemia and was unable to travel. I cancelled my travel as soon as I was diagnosed; however, due to timing 50% of the purchase was refunded, 50% went on a voucher. I can only fly to USA destinations due to my health condition. Although the Sunwing website offers packages to USA, vouchers can only be used on sunwing flights to southern destinations. This is misleading, and I will no longer be able to use the voucher worth $5010 - a notable amount - as I will not be travelling to southern destinations. The voucher is non-transferable and Sunwing is not willing to refund the remaining portion of the voucher, even though I have a significant health issue preventing me from using the voucher. I can provide medical records to support.

  Business response

  21/06/2023

  The business responded to this complaint but asked that its response not be published.

  Customer response

  27/06/2023

  
  Complaint: ********
  
  I am rejecting this response because: I have spoken with my travel agent and they are not interested in having the voucher transferred to them. They would essentially have to sell the voucher and we’re not willing to accept that. Transferring to my husband is also not a viable option as he will not travel without me. Please provide other options (I.e. allowing travel through westjet as Sunwing is now a subsidiary, or refund). I recognize Sunwing had constraints but this is all due to medical health condition (leukaemia)  for which I can provide documentation. 
  
  Sincerely,
  
  ***** ****

  Business response

  10/07/2023

  The business responded to this complaint but asked that its response not be published.

• Initial Complaint

  06/06/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On May 29th around 5:30pm, I booked a vacation package for September 2-9. A few hours later, I realized that September is prime hurricane time in Cabo and that October would work better. So, I booked the exact same vacation package from October 7-14 at that time. I wanted to cancel the September reservation at the same time, but noticed the only option to cancel was to call. At 11:27am EDT on May 30th, I called to inform them of the above and they told me my deposit for the September booking was non refundable. I explained that within 24 hours, all airlines refund, and the lady (Kimora T. informed me she was emailing ******* to confirm if they would refund. Not once was it mentioned she was leaving it active and not cancelling, so I was under the impression it was cancelled and I was waiting to hear about a refund from *******. Today I received an email from her that my refund was declined and if I wanted to cancel, I needed to call the sales centre. I told her it should’ve already been cancelled May 30th morning. I called ******* directly and spoke to a lovely woman. She gave me a few things to quote back to Sunwing vacations and informed me that I did everything right and am entitled to my deposit refund for cancelling within 24 hours. She said Sunwing has a direct phone number to ******* to “partner properly” and that I might have to escalate a few times, but Sunwing needs to rectify this situation. I called the sales centre again after this and the agent eventually transferred me to their internal dpt, a girl named Shanae. I told her I needed written confirmation my reservation was cancelled within 24 hours on May 30th at 11:27am EDT when I called. She kept saying she cannot do that and it would be dated today. Can you please help me get my refund of $1,051.32 from the duplicate September booking? I’ve paid over $1,400 for the October booking that I have no intention on cancelling.

  Business response

  06/06/2023

  The business responded to this complaint but asked that its response not be published.
  

  Customer response

  06/06/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *********

• Initial Complaint

  02/06/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Back in 2019 our original trip was changed by Sunwing therefore we received a voucher $100 per traveller ($300). When we contacted Sunwing last year the voucher was to expire Sept 2022 however due to COVID and health concerns we did not travel in 2022. We are planning a trip this year in August with Sunwing and requested and exception to use the vouchers. I know this is not a “COVID voucher “ however since these vouchers have been extended to 2026, I would think an exception can be made for a few extra months and given the fact that we travelling in August. I was informed by the sales representative that an exception claim was completed (#********) however it will most likely be declined. I also asked to escalate my concerns to a supervisor and was informed that I could not speak to anyone.

  Business response

  05/06/2023

  The business responded to this complaint but asked that its response not be published.

  Customer response

  05/06/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ** *****

• Initial Complaint

  24/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was sold an all inclusive vacation from Sunwing! I travelled to Cuba in March and was booked at **** ***** in Santa Maria. We booked a family vacation for 4 of us. The resort was a disaster! They had 20% occupancy and most of the resort was closed. There was no food ! 2 restaurants were closed, there was no management on site. Our flights were delayed over 4.5 hours going to Cuba and 1 hour coming home. The flight to Cuba was delayed because they did not have a flight crew booked. They ran out of food and drink on the flight home! The bugs at the resort were out of control. I’ve been to Cuba 5 times this was the worst experience ever. It was not an all inclusive. The service was poor and it was not a 4.5 star. There was no food! I contacted Sunwing via email 50 times no response. I called and left messages and 10 times no responses. I don’t know what else to do to hold them accountable! I want a serious refund to my credit card for this horrendous trip ***** ******* ************ * ****** **** ****** ******* *** ***

  Business response

  31/05/2023

  The business responded to this complaint but asked that its response not be published.

  Customer response

  31/05/2023

  Complaint: ********
  
  I am rejecting this response because:
  I did not make my complaint when I got home from the vacation.  I made the complaint when the flight was delayed because they did not have a flight crew and I was not notified.  That was number 1 issue, we were delayed over 4 hours.  We booked an all inclusive resort from Sunwing.  The resort was mostly closed, they had no food and the service was poor to say the least.  I paid 8000.00 for a week away vacation only to starve and be eaten by bugs.  This is not the holiday I was sold.  You must be accountable, stand behind your resorts you sell.  Clearly you have not visited this property.  No food no services, no entertainment. I received nothing that was sold to me.  My room was poor, we had to change 2 times.  I wanted to change resorts and Sunwing wanted 4000.00 more to go to a resort of lesser quality .  The flight was delayed coming home and ran out of food and drinks.  There were starving people in the plane to come home and Sunwing could not service the need.  The customer service from this company has been terrible! I had to file a complaint with the BBB, next will be consumer affairs.  I want a refund plain and simple.  Sunwing **** to me and did not deliver on a single area.  The resort had no food!  You understand.  I had to go to other resorts to eat and we had to taxi into town to ho to restaurants to eat!  Not one aspect of this vacation was positive.  I’ve been to Cuba 5 times, never had these issues.  Shame on Sunwing for **** and treatment to the customers.
  Sincerely,
  
  ***** *******

  Business response

  08/06/2023

  Good afternoon Mr. *******,

  We thank you for your patience while awaiting reply from our Post Travel Team.

  Our records show that our Post Travel Team has replied to you including the reply from the hotel along with information about how to submit your flight delay claim for APPR compensation which is through the webform on our website.

  Should you have any further questions please communicate with our Post Travel Team directly on your ticket.

  Sincerely,

  Sunwing Vacations

  Customer response

  12/06/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  It is unfair to ask a client to take a lesser amount and get paid out sooner or ask for more and be delayed months.  Further, I submitted my out of pocket expenses to be reimbursed as we had to go out for food.  I submitted my expenses totaling over 800.00.  Something we should not have to pay for at an all inclusive.  Shame on Sunwing for promoting this resort having no food, closed restaurants, no entertainment, poor service, no management presence, Sunwing representative on site offered to move us to a lesser star resort for 4000.00US more in cash.  * ***** **** ** **** ****** 
  Sincerely,
  
  ***** *******

  Business response

  26/06/2023

  Dear Mr. *******,
  
  We understand your frustration in regards to the delay in finalizing your file however threats of a chargeback will slow the process down.
  
  The Post Travel Resolution Agent is still working on your file and therefore we ask for your continued patience.
  
  Sincerely,
  
  Sunwing Vacations 
  

  Customer response

  26/06/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  Telling a client to wait and be patient is not moving in a positive direction.  End of the day I was sold by Sunwing an all inclusive vacation for 4.  We decided to pay more for a 5 star resort so we would not have any issues.  We paid up for the security of a good vacation.  
  

  the resort had no food.  Look at the google reviews.  There are a number of sane complaints.

  service at the resort was poor at best. 

  No management presence.  I spoke to the Sunwing rep on site and he asked for 4000.00 US cash for us to change resorts to a 3.5 star.  ****** ********** 
  

  flight delayed going to Cuba 4 hours plus!

  fight delayed coming back to Ottawa 1.5 hours

  no food or snacks on flight home from Cuba!  They ran out and half the plane got nothing. 
  

  I sent many many many emails and calls without any response.  Only when I filed with the BBB did I get a response. Not good business.

  I’m told to wait and wait and be patient .  Sunwing took my money paid in ******* month before the vacation.  
  

  I am out of pocket over 1000.00 for food, taxi costs while on an all inclusive vacation. 
  

  Bugs were terrible! 
  

  rooms were terrible

  resort more than half closed down. 
  

  no ice cream, no buffet 

  2 a la cart restaurants with the worst food ever! 
  

  no accountability by anyone! 
  

  we waited 3 hours for our luggage once we got to the terminal in Ottawa! 
  

  good thing Sunwing is closing 

  Sincerely,
  
  ***** *******

  Business response

  30/06/2023

  Mr. *******,

  As previously stated, you will need to communicate with the Post Travel Team. Your file is still active. 

  Sunwing is not closing. If you are refering to the recent ownership change, we can confirm that Sunwing Airlines will be integrated into ******* as part of the ******* Group’s one jet aircraft operating certificate (AOC) strategy. This is a long-term move that will unlock greater scale and create more opportunities for Sunwing Airlines employees under the ******* Group. While exact timelines are still being determined, the integration is expected to take up to a couple of years.
  
  The tour operator is not impacted by the airline integration. As the leading tour operator in Canada, Sunwing Vacations will continue to operate as normal offering the same great products and service in Canada and in destination. As part of the ******* Group, we will leverage the ******* network to drive increased scale and growth in the sun leisure segment alongside the ******* Vacations brand.

  Sincerely,

  Sunwing Vacations 

  Customer response

  14/07/2023

  
  Complaint: ********
  
  I am rejecting this response because: there is no responsibility taken.  I paid for 4 people to attend an all inclusive 5 star resort.  This is how it was sold to me by Sunwing.  The resort had no food, no services, no entertainment, no management presence.  Did I mention no food.  I paid to dollar expecting at least be able to eat food.  I had to take my family out for meals, costing me taxi cab fees and hundreds of dollars for meals!  The resort has no comment.  Look at the reviews durning my vacation time!  Shame on Sunwing for ******** our money .  I should be compensated 50% at a minimum. 
  
  Sincerely,
  
  ***** *******

  Business response

  19/07/2023

  Dear Mr. *******,

  The Resolution Agent is trying to assist you. Your previous request of a refund of $800 for out of pocket expenses related to meals was reviewed. After careful review of the receipts, only $267.67 CAD were related to meals - food, drinks and snacks. The Duty-Free items, alcohol, souvenirs, etc. were not applicable. The purchase made on the day of departure at liquor store located at inside Santa Clara airport was also not considered. 

  We are sorry that you remain unhappy with our efforts to resolve fully to your satisfaction. 

  Sincerely,

  Sunwing Vacations. 

• Initial Complaint

  04/05/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My wife and I booked a trip to the ***** ***** ******** February 11-18, 2023. When we arrived there was no water at the resort. We couldn’t flush our toilets or shower anywhere on the resort. On the third day, we were moved to the ***** ***** rainbow. It was a party resort and not what we wanted for a relaxing vacation. When we got back to New Brunswick we filed a complaint with Sunwing and they said they were too busy with complaints to deal with us and they would contact us in 30 days. After 30 days they contacted us and said they still were too busy to handle our complaint. We haven’t heard from them since. We paid approximately $3,000 for our all inclusive vacation and we are requesting a full refund.

  Business response

  08/05/2023

  The business responded to this complaint but asked that its response not be published.

  Customer response

  08/05/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  We have been waiting for someone to investigate and respond since we first made a complaint directly to Sunwing on February 20, 2023. 
  Sincerely,
  
  ****** ******

  Business response

  26/05/2023

  The business responded to this complaint but asked that its response not be published.

  Customer response

  31/05/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  Sunwing is blaming the hotel and the hotel is not responding to either myself or Ms. ********. 
  Sincerely,
  
  ****** ******

  Business response

  08/06/2023

  The business responded to this complaint but asked that its response not be published.

  Customer response

  12/06/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  Sunwing is waiting for the ***** ***** to get back to them about their water problems. What if the ***** ***** ******** never admits to not having water in February?
  Sincerely,
  
  ****** ******

  Business response

  24/06/2023

  The business responded to this complaint but asked that its response not be published. 

  Customer response

  30/06/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  Sunwing is still waiting for a response from the hotel for compensation! This issue has not been resolved!
  Sincerely,
  
  ****** ******

  Business response

  11/07/2023

  The business responded to this complaint but asked that its response not be published.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩